Make a direct impact on customer success & business growth at a global FinTech! Hybrid WFH / WFO - Sydney CBD, Initial 12 Month Contract Voted as Fortune's Top 100 Best Companies to Work For Join a leading global FinTech where you'll play a pivotal role in shaping how small businesses and accountants thrive. We are seeking a dynamic Customer Success Program Lead to drive key initiatives focused on enhancing customer value and achieving strategic business outcomes across APAC . This role is perfect for someone who thrives on executing programs, optimising operations, and leveraging data to make a real difference. What you’ll be doing: Champion customer retention and expansion strategies for the APAC region, including vital cross-sell and upsell programs. Lead the execution and operational oversight of customer-facing programs , ensuring seamless follow-through and exceptional customer experiences (e.g., managing customer interactions, ensuring timely follow-ups). Collaborate closely with BPO teams , empowering them to deliver effective and scalable customer operations. Own or co-own critical customer-facing programs , from monitoring performance and analysing key data to implementing adjustments that enhance their impact. Utilise CRM (Salesforce) to meticulously manage and track customer journeys and program outcomes. Work hand-in-hand with data teams, or independently, to leverage analytics tools (e.g., Tableau, Power BI, GitLab) to interpret complex customer data and uncover actionable insights. Foster strong cross-functional partnerships with product, operations, and customer success teams to ensure strategic alignment and flawless execution. What you’ll bring: Experience in executing and supporting customer success programs, with a hands-on approach to problem-solving and delivery. Experience working effectively with or alongside BPO operations . Strong familiarity with customer analytics and the ability to translate data into clear, actionable insights. Proficiency in CRM systems and experience with business intelligence tools (e.g., Tableau, Power BI). Experience in a structured, high-volume customer interaction environment where service delivery is key. An operational mindset with the ability to independently execute, iterate, and drive programs forward with minimal oversight. Why You’ll Love It ✨ Influence the future of customer success within a globally recognised FinTech that prioritises a "customer-obsessed" culture. Play a direct and meaningful role in driving customer retention and growth . Enjoy a hybrid Sydney-based role with flexible working arrangements. Apply now or reach out for more information!
